Recreational Vehicle (RV) Technician Practice Test

Effective problem resolution can lead to what result?

1. Increased complaints

2. Wider word-of-mouth promotions

3. Higher refund rates

4. Less customer inquiry

The correct answer is: Wider word-of-mouth promotions

Effective problem resolution is a crucial aspect of customer service and can significantly enhance a company's reputation. When issues are addressed promptly and to the satisfaction of the customer, it leads to positive experiences. Satisfied customers are more likely to share their experiences with others, which results in wider word-of-mouth promotions. Word-of-mouth marketing is powerful; customers trust recommendations from their peers more than traditional advertising. When clients feel that their concerns have been heard and resolved effectively, they become brand advocates who promote the company or service to friends and family. This natural promotion can lead to increased customer acquisition and loyalty, ultimately benefiting the business. In contrast, increased complaints, higher refund rates, or less customer inquiry would not represent a positive outcome of problem resolution, indicating dissatisfaction rather than a successful resolution.